Still No Payout from VRBO ! - 10 days and counting
Why is VRBO withholding my payout as a host? Do they have cashflow problems and are using me to finance their business.
I have used their chat platform 5 times to chase payment and each time they reply saying to be patient and that they have escalated the issue, but I keep being given a different call reference number, which means each time I contact them, I start all over again.
I have not been able to speak to anyone by phone about this terrible service and very bizarrely they gaslight me, by suggesting delays are normal and outside of their control. I cannot believe that VRBO believes this is acceptable service and hosts should tolerate it.
I have only returned to VRBO after a 4 year break (after they could not tell me how much the host annual service fee was, and I had to trust them to take the money owing, and I would find out the cost after I had set up a direct debit for the fee). Clearly, I refused and left their platform. When I heard last year that VRBO no-longer require hosts to pay an annual fee, I decided to return to the platform and had the first guests stay from 20th - 27th June. It is now 3 July and still not money from VRBO for their stay. In the past, VRBO used to pay me within 4 days of a guest arriving. But, this delay is completely unacceptable, with no explanation of the reason from VRBO.
After chasing via their chat forum (I cannot call them with paying for an International call to the USA from the UK) for a formal acknowledgment of my complaint over the delayed payout, on 2nd July, I finally received an email from their customer support representative saying:
"Thank you again for contacting Vrbo Support.
I wanted to let you know that I will notify the specialized team who is currently working on your payout case and highlight your most recent contact and the urgency of the situation. Once their review is finished, rest assured that you will be notified via email with an update.
Thank you for your patience, and have a nice day."
Where is the apology!!?? Where is the reason for withholding the payout - I am owed over £2,000 and they think it is normal and fine? I had to borrow money on 1st July to pay my mortgage due to this payout disaster. VRBO should not be normalising or minimising this terrible service.
After this experience I will be removing my listing from VRBO and keep all future bookings with AirBnB, who have far superior customer service with someone you can speak to by phone and who actually takes positive action to resolve any issues in a empathetic and efficient manner. VRBO's host support is almost non-existent and is the most diabolical service I have ever experienced. I seriously worry they have financial issues, or will have soon, if all hosts remove their listing due to failed pay-outs.
I also heard today from USA guests who booked direct to stay at our villa in Menorca next month, that they have been chasing VRBO for two months about their VRBO booking in Barcelona next month and they have not received a single response from VRBO or the host.
What on earth has happened to VRBO. Years ago, you could talk to a human being by phone and they would resolve issues promptly and with empathy.
VRBO is now a disaster and needs to upgrade its customer service immediately if it wants to be a trusted platform for hosts and guests.
I have lost all trust and respect for VRBO - I told them I expect compensation for the delayed pay-out - so interest plus inconvenience compensation.
I will update this Reddit portal as soon as I hear back from VRBO - but I am not holding my breath for a fast resolution from VRBO. I have kept a detailed log of 5 dates and times that I have complained to VRBO using their "chat" forum. So, they cannot deny the poor service.